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应对客户抱怨电话救火6招

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Lisa

2015年01月03日

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Customer Service Tips to Save the Sale

拯救销售的客服技巧

In retail, it's inevitable that there will be the occasional disgruntled

customer. No matter how wonderful your products are or how committed you are to provide the best customer service, problems do occur. Armed with the following customer service tips, you can diffuse a situation, save the sale and possibly even create a loyal customer。

在零售业,不可避免,偶尔会有不满意的客户。不管你的产品有多好,或者你有多想提供最好的客户服务,也避免不了要出现问题。参照以下客户服务技巧,可以帮你化解难题,挽回生意,可能还会为你带来一个忠诚的客户。

Stay Calm and Remember It's Not Personal

保持冷静,并记住这不是私人问题

When a customer is upset, remember that it is not a personal attack. Let them talk as long as they need to, not only to get it off their chest, but to thoroughly explain the problem. Listen carefully! You cannot fix what you don't understand, so be sure to ask the customer enough questions to learn what is bothering them. By simply listening, the customer will realize that you are interested in their problem and he/she will eventually calm down enough to discuss the situation in a positive manner。

当客户不满意的时候,要记住这并非人身攻击。让他们想谈多久就谈多久,不仅仅是让他们发发牢骚而已,而是透彻地分析问题。仔细地倾听。如果你不能理解的话,你就没办法化解,所以要确保你咨询了客户足够的问题,弄清楚了是什么在困扰他们。

Apologize and Empathize

表达你的歉意和同情

Once you understand why the customer is upset, apologize. Even if you don't agree with their complaint, you are at least letting them know you validate them and will work towards a resolution. This also separates the emotion from the problem. As a general rule, the expression of empathy to the customer should come right after the apology. When you feel you fully understand, restate your understanding of the problem at hand。

在你明白客户为什么不满之后,向他们道歉,即使你不认同他们的抱怨,至少要让他们知道你肯定他们的看法,并且会努力找到解决的方法。这也可以将个人情绪从问题中分离出来。一般的规则是,向客户道歉后应该马上表达你的同情。当你感觉自己完全弄明白了发生了什么事情后,向客户重申你对该问题的理解。

Resolve Their Problem, Not Yours

解决他们的问题,而不是你的问题

Your business should have policies in place to prepare people working the front lines to deal with customer service issues. However, not all situations are the same and therefore not all remedies should be the same either. If the disgruntled customer has made it clear what will satisfy him, then do everything within your power to accommodate

that customer. This shows your commitment to resolving their problem。

你的公司应该为在第一线和客户打交道的员工制定规则,以解决客服相关问题。然而,并非所有情况都是相同的,也并非所有的解决方法都是一致的。如果抱怨的客户明确表示了怎么样可以让他满意,那就在你的权利范围之内想尽一切方法满足他。这也显示了你解决问题的诚意。

Follow Up

跟进

Whatever promises you make to the customer to resolve the issue, be sure to follow up. Call when you said you would call. Even if you don't have the resolution, let the customer know you're sticking to your word. This shows the customer that his/her business is important to you and you're actively working towards getting things fixed。

不管你为了解决问题向客户做出了什么样的承诺,要确保持续跟进。如果你答应给他打电话就一定要给他打电话。即使你还没有解决问题,也要让客户知道你仍然在坚持你的承诺。这样显示了客户的事情对你来说很重要,并且也表明了你确确实实在为解决问题而努力。

Learn From Mistakes

从错误中学习

Dealing with each unpleasant customer should be a learning experience. Customer feedback should be viewed as an opportunity for change. Keep in mind that not all customers can be pleased. Some people are just complainers and nothing you do will change that. But everything you can correct about this situation will help with future events. Keep improving in areas over which you have control。

你应该将和每一位不满意的客户打交道视为一次学习的经验。客户反馈应该视作为改变的机会。记住,你不能让每位顾客满意。有些人就是喜欢抱怨,不管你做什么都不会改变。但是你为了更正这一切而做的努力会在将来的事件中起到作用。不断改善你可以掌控的情况。

Even though the customer is upset, this is still a sale. He or she has already made a purchase and you have their money, so make sure your response is timely and respectful. Customers with complaints simply want you to be aware of the problem and take the necessary steps to correct it. Sometimes there are no substitutions, discounts or freebies you can offer that will keep the sale. Although you may lose this purchase, the attempts you've made to win over the customer may help retain future sales。

即使客户不满意,这也是一场交易。他们买了东西,而你得到了钱,所以要确保你的回答是及时的,带有敬意的。投诉的客户只是单单想要你注意到问题,采取相应的步骤去更正这一问题。有时候,即使是为了挽回生意,你也不能提供替换的服务,折扣或者免费赠品。那么,即使你失去了这次的生意,但是你为了解决问题而付出的努力会让客户在将来想光顾你的生意。


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